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Use of customer metrics in service level agreements

Use of customer metrics in service level agreements. Paul Russell Customer Insight Manager. Overall satisfaction – Terminal Specific. To World class. T2. T1. T3. Current 5 th in benchmark. Best in size category 15-25 million. Best in Europe 15-25 Million. Top 10 worldwide.

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Use of customer metrics in service level agreements

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  1. Use of customer metrics in service level agreements Paul RussellCustomer Insight Manager

  2. Overall satisfaction – Terminal Specific To World class T2 T1 T3 Current5th in benchmark Best in size category 15-25 million Best in Europe 15-25 Million Top 10 worldwide

  3. Ambience, Washrooms Cleanliness Comforting & diverting Shopping Restaurants Baggage carts Baggage delivery Walking distances Wifi/internet access Business lounges Value for money Customs Basic airport processes Security check Passport check Ease of finding your way / FIDS Comfortable waiting areas Check-in Staff courtesy and efficiency ASQ - Prioritise service improvements to become a top 10 airport Global influencing factors

  4. Brilliant Basics - Consistently

  5. Customer experience strategy PRIORITY 1 • Friendliness & Cleanliness • Setting and delivering against customer expectations • Valuing customers’ time • Turning a poor experience in to a great one • Demonstrating honesty and integrity • Meeting customer needs in a way that feels personal.

  6. Strategic direction • From “Worlds Airports of Choice” • To ‘World class service delivery’ Transformation 2011 Enhanced customer insights Established world class customer experience world class Delivering a better customer experience Delivering better customer service Phase 2 Delivering consistently good customer service Upper quartile ASQ Fixing the basic. Above Average ASQ Phase 1

  7. Customer Experience – The 360 2. COLLEAGUES £ • Great place to • work – FTB • Great Leaders • Great Learning   £ 3. CUSTOMER SERVICE PARTNERS 1. CUSTOMERS (pax) Togetherworld class experience • Great place to visit – FTB • Great Customer Service • Great value • Great business to work • with – FTB • Great Customer Services delivery • Great value  £ £  • Great business • to work with-FTB • Great Customer • Service delivery • Great value 3. BUSINESS (suppliers)

  8. Our customers see us as one company so we must act as one!

  9. Working in Collaboration with our Service Partners Service Excellence Forum Delivering a World Class Service Together

  10. Visa Help Desks Paul RussellCustomer Insight Manager

  11. T1 Arrivals – before image – Immigration lane education and enhancement project

  12. T1 Arrivals – after image – Immigration lane education and enhancement project

  13. T1 Arrivals – before image – Immigration lane education and enhancement project

  14. T1 Arrivals – after image – Immigration lane education and enhancement project

  15. T1 Arrivals – before image – Immigration lane education and enhancement project

  16. T1 Arrivals – after image – Immigration lane education and enhancement project

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